O2 Reviews

Name: O2
Rating: 1.40

1.4 Rating 1,167 Reviews

9 %

of reviewers recommend O2

Company Reviews

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Metrics

1.4

Based on 1,167 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Next Day
Accurate And Undamaged Orders	Greater than 72%
Customer Service
Communication Channels	Live Chat, Telephone, Email
Queries Resolved In	Over A Week
Customer Service	1.3 out of 5
Returns & Refunds
Refunds Process	Difficult

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"The Reading assistant manager of O2 lost the most important memories of the 1st month of my newborns life, just to get a sale.\r\nMy husband went in as he had broken his phone and needed a new one. I met him at the shop and when talking to the assistant manager he said I could get an upgrade with a \u00a3200 cash back. I thought it sounded good but said I need to back up my phone. Whilst looking through my phone to see how to back it up properly the assistant manager put his hand out and said let me do it... I thought he wouldn't be in that position if he didn't know what he was doing... I handed him the phone and proceed to tell him I have alot of invaluable memories on there that I do not want to lose to which I was told he knows what he's doing. He said it was backed up handed me my phone and we went home to find nothing from my old phone was coming up on the new one. We went back to O2 the same day to be told I was being impatient and that I needed to leave it and let it all load up on the new phone. Extremely worried and distressed I went on to my laptop to see if my Google had been backed up with photos and videos but there was nothing. I logged on to my samsung cloud, again nothing backed up. We left it 24hrs and went back to O2. We were waiting for the same guy to have a look when another assistant took alook and saw that the phone had not been backed up properly. Finally the AM took the phone, reset and charged it, something started to happen, he was addiment that he had done it right because all the photo's from before it was last backed up by myself had started coming through. I told him these were from 2023 but again I was being told I was wrong and that I needed to let the phone do it's thing. We went home another 24hrs went by and nothing. I knew all the memories of my third trimester to the 1st month of my newborns life were gone and there was no way of getting this back. I couldn't bring myself to go back in the shop and talk to the assistant manager without getting angry or bursting into tears. I emailed O2 complaints explaining what had happened, I wasn't even looking to get anything out of it, just to make sure that this doesn't happen to ANYONE ELSE! and I've heard nothing back from them. I'm beyond heartbroken and crying all over again writing this and so so angry that they treat their customers this way! I will be going back to O2 and demanding that my contract is cancelled. I want nothing to do with them ever again."

Keeley

Jince Jose

Anonymous

Anonymous // 01/01/2019

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“Signal is appalling, I moved from Three and Three was outstanding in comparison. iphone 17, 4 bars of signal but cannot seem to download emails, messages, or any data, it's like falsely presenting signal when you can barely make a phone call. Don't get me wrong works in some places, but usually when you see 4 bars you think you are going to be able to use data etc. Very disappointing, i'm 1 year in to a 2 year contract so next stop will be trying EE or going back to Three.”

Helpful Report

Posted 5 days ago

“Chatham Kent O2...worst customer service ever ! Ive been a customer with O2 for forever and have never felt the need to review and express my disgust however today warranted this. I was served on sat 19th Sept by Layton. Firstly wanting the samsung fold 8 Ultra...and expressing my wish for a food camera..he sold me on a Google Pixle ultra fold. His colleague pointed out he failed to mention an offer on the Samsung which he dismissed after briefly saying "oh yes" . In the presence of my husband he advised if I decided I didnt want the phone by the delivery date of 22nd I could just come into the store and cancel. Alternatively I could take the phone home...try and it and if I didnt like it cancel within my 14 days consumer rights. As per this information I went into Chatham today...firstly to then receive a text saying my phone would not be available till tomorrow. At this point I decided to go to the EE store where an extremely knowledgeable and helpful young man named Matt assisted me. I decided I would cancel the o2 order and get the originally wanted Samsung from EE. Lo and behold when I went into the O2 store...Layton was on his way out (clever exit!) And the young lady and older one who remained in the store with her told me they could not cancel the order because it was still processing. Therefore Id have to come back tomorrow once it had been delivered. I then asked for the lady to call o2. She proceeded with telling me that the wait times would be the same as me calling and they would tell me the same thing ! I continued with my request. She called them showing in no uncertain terms her unwillingness and annoyance at my request.! Of course ..after much wait...and verification yes customer services told me the same thing. ...as this call came to an end...miraculously the young lady found the phone I had ordered !!!! At this point she processes it as delivered. Now .....this is where is gets interesting. I tell her I dont want the phone. Ive said from the beginning I came to cancel. She tells me I have no choice but to take the phone and then arrange a return. Now correct me if im wrong but WTF ! Are you serious. Im standing in the store and I DONT WANT THE PHONE ! long story short...the other older lady now pipes up saying the same thing and then just as rude as the first lady ends with "well im busy" and walk off !. My opinion here...dont get involved then and if you are a manager you should be demoted for your customer service attitude. My opinion of this store and it's staff....unprofessional, provide incorrect information , not knowledgeable about their products and top of the list RUDE. I WOULD NOT RECOMMEND ANYONE TO SHOP HERE.”

Helpful Report

Posted 4 weeks ago

“I've pre-ordered the Samsung Fold 8 ultra on July and there was a offer on £1 for Samsung Buds 4 Pro. Which is why I've pre-ordered. I recieved the text saying my phone arrived and thry also say i should received a message within 30 days for the unique code to purchase the Buds 4 pro. So I waited till 7th Sept and I've heard nothing. So I phoned O2 and complaints to them. They made it sound like I'm suppose to call them to get the unique code and now its pass 30 days, I was too late to get them. Then twist the story to say that I should of add them my basket to say i wanna purchase. I'm not stupid, i know i'll end up paying the whole price. So the guy from O2 say oh, you'll receive the text within 14 days with unquie code but I'll have to use it on Samsung website to get them and they will send me a letter, just in case. Its been 14 days, have i received anything, NOPE. No text, No letter. O2 just like to scam the customer, bride them the offer then fob them off. Make you keep the phone as it'll be finish the cooling off time. What a big company that Scam customers.”

Helpful Report

Posted 1 month ago

“Disgusting company”

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Posted 1 month ago

“Appalling customer service been with them for so long they think they can treat customers has they like.Upgraded on a tuesday with the promise my phone would be next day ,now they cant get it to me because something or otheri believe it wasnt picked up by couriers and 02 are just blaming them such disgusting customer service quick enough to take your money but bad service.”

Helpful Report

Posted 1 month ago

“Got a re furnished phone on contract from them (told this was a cheaper option for me) Took out the insurance on it and had nothing but issues with both the phone and insurance people within 02, £245 spent repairing a phone that they have claimed to have fully re furbished and no real support from 02 At £54 a month i honestly expected better, My advice go with Tesco and avoid 02 at all costs”

Helpful Report

Posted 1 month ago

“⭐ O2 – My Experience My experience with O2 has been extremely disappointing, and what makes it even more frustrating is that this all started when I simply tried to access my Switch Up option through my account. I was unable to access the option because of a problem with O2’s own systems. What should have been a straightforward process quickly turned into a long and stressful situation, with me having to spend hours contacting customer services and being passed between different departments and advisors. I have repeatedly had to explain the situation, despite already providing the relevant information, and I have received conflicting information from O2 regarding the outstanding costs associated with my handsets. I was recently told that the handset balances were still outstanding, despite previous correspondence from O2 stating otherwise. I then spent around two hours on the phone, speaking to the payment team and being transferred between different advisors, trying to get a clear and accurate answer. The two handset balances in question are approximately £1,100 and £800, making the conflicting information particularly concerning. The whole experience has been incredibly frustrating. When you are paying for a service and something goes wrong because of the provider's own systems, you expect the company to take responsibility, investigate the issue properly and provide clear, consistent information. Unfortunately, that has not been my experience with O2. What should have been a simple request to use an option that was available to me has turned into a prolonged dispute, numerous calls and a great deal of unnecessary stress. I would strongly encourage anyone considering O2 as their mobile provider to think carefully and look at other options before committing. Based on my experience, I would not recommend O2 to others. The way this situation has been handled has seriously damaged my confidence in the company and its customer service.”

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Posted 1 month ago

“Avoid this company my z fold screen broke without being any fault of my own the said was in warranty and then took 3 weeks to send Jiffy bag and 2 weeks to reply to my complaint and then say not in warranty they have no care in the world vile company don't go with these guys”

Helpful Report

Posted 1 month ago

“Can’t cancel my contract otherwise I pay à absurd àmount of money to continue having zero / poor and unreliable coverage. Also getting charged extortionate prices for little service , going to giff gaff asap”

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Posted 1 month ago

“It has been taken over by Virgin, and since then everything has been overcomplicated. I can no longer get at my bill. My username is an unused talktalk address and there is no way to change it. I have been with Cellnet/O2 since mobiles were invented, but this is the end for me”

Helpful Report

Posted 1 month ago

“Ordered a new phone a week ago with a promise of next day delivery. One week on, no phone and no one answering the shop phone. A visit to the shop revealed staff with little interest in resolving the problems. Seems once you've spent your money, all further interest stops. Shocking customer service, if only I'd listened to reports on how the Virgin Media culture has affected 02!!”

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Posted 1 month ago

“Hideous customer service and prices. Always have to visit the store for anything. O2 app updates information after fking eternity. Customer service can be a bit helpful but the company is down worst fobbing customers with the Volt Sim. I didn’t agree on that so why should I pay for something haven’t been in use at all. EE is at least decent asking for a bit higher price but service and speeds are guaranteed”

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Posted 2 months ago

“Try to charging me double phone bills When i had already paid the first time so I shouldnt be getting double charge phone bills And then saying haven't paid it when I had. Seriously what people do hire as from my experience with your company it's been nothing but negative and I have to kick off to get things sorted which I shouldn't have to do. In my opinion stay way clear of virgin media and o2”

Helpful Report

Posted 2 months ago

“Easily the worst company I've ever had to deal with, they slowly jack up your price on whatever plan your on until you notice. Then when you carve out to the time to actually spend the two hours it takes to get through to them, transferring from one Indian person to another. You say you want to cancel and you find out they can give you the same deal for 1/5th the price, its the deal new customers get. It's like they are taxing people for trusting them with their money.”

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Posted 2 months ago

“Horrible horrible company. I have serious medical issues, O2’s service does not work at my property yet they will not let me leave. I am unable to have important and urgent conversations at my own home and driving drops out the signal all the time. Genuinely the worst service I have ever had. Both signal and customer. They closed a complaint with no warning. They genuinely do not care about you. Stay well away.”

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Posted 2 months ago

“I pay monthly for an O2 contract that includes roaming, yet the last two times I’ve travelled my data hasn’t worked for the first 3/4 days. Every time I have to ring customer service which are not the friendliest or easiest to work with, it’s a hassle just to get something fixed that should work automatically. Then, when I get home, my phone also takes way longer than any other provider to connect back to the service and data. For the amount I’m paying, this level of service is completely unacceptable and very disappointing.”

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Posted 3 months ago

“I received a cold call from O2 on Monday this week I explained I was happy with my current supplier and was not looking to change. I then received another call on Tuesday, Wednesday, Thursday Friday and finally today Saturday on each occasion I told the agent I was not interested and asked for my details to be removed from your database. Today Saturday was the last straw. If I receive any further calls from O2 I will be complaining to the police, watchdog,ofcom my MP and any other organisation I can think off.”

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Posted 3 months ago

“I buy new I phone 16 pro from o2 store Birmingham bull street some of problems I am not able to fill my bills then o2 give my account to Lowell’s then I fill my bills to Lowell’s in April 2026 But still my device is black listed I tall with o2 customer sport from last 3 month continuous but I not get any solution also”

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Posted 3 months ago

“Awful experience with this company and its predatory billing practices. I became a 'customer' of O2 when I got a package deal with Virgin Media which included an O2 package (the sim card of which I never used once) as it made my VM Internet package cheaper. Then, after cancelling my VM package, O2 have somehow charged me upwards of £50 just to cancel their package. And worse than that - because I had never used the sim and did not know where it was (probably long since discarded) it was unusually difficult and prohibitive to even cancel the service and pay their ridiculous and unfair charges over the phone. Would give 0 stars if I could. Absolutely grim company. Do not touch with a barge pole. AVOID AVOID AVOID.”

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Posted 3 months ago

“I rarely leave negative reviews, but my experience with O2 has been so poor that I feel it’s important to share. The most concerning aspect is that fraudsters were able to take out multiple SIM-only contracts in my name despite the fact that I wasn’t even an O2 customer at the time. I had not had an active O2 contract or any O2 products for around six months when the fraudulent accounts were opened. Once I discovered what had happened, O2 confirmed that the accounts were fraudulent. Unfortunately, that was the only part of the process that went smoothly. Despite confirming the fraud, O2 repeatedly failed to update their own internal systems. I continued to receive bills and debt collection notices for accounts that O2 already knew were fraudulent. Every time I contacted them, I was assured the matter had been resolved, only for another letter or notification to arrive shortly afterwards. Trying to contact O2 was an ordeal in itself. I sent multiple emails that were never acknowledged or responded to. I also attempted to use the online complaints form, but it simply didn’t work. This left me with no option but to repeatedly contact customer services by phone. Because my account had been blocked as a result of the fraud, almost every phone call began with lengthy delays while staff tried to work out how to access my account. I then had to explain the entire situation again from the beginning, often being passed between departments with no one taking ownership of the case. The most disappointing part of this experience has been the complete lack of accountability. No one appeared willing to ensure the issue was fully resolved from start to finish. Instead, I was left spending hours of my own time chasing O2 to fix a problem that was never my fault. To make matters worse, when the issue was finally resolved, nobody from O2 contacted me to let me know. There was no phone call, no email and no apology. The only reason I discovered the matter had finally been dealt with was because I received an automated email stating that the outstanding balance had been paid. After everything I had been through, I found it astonishing that no one thought to contact me personally to confirm the case had been resolved. I understand that any company can become the target of fraud. What customers remember is how that company responds. In my experience, O2’s internal communication is poor, their systems don’t appear to work together, and the burden of resolving the problem falls on the innocent customer rather than the company. For an organisation of O2’s size, I expected far better. Once fraud has been confirmed, every relevant system should be updated immediately so the customer doesn’t continue to suffer the consequences. Instead, this experience has caused unnecessary stress, wasted countless hours of my time, and completely destroyed my confidence in O2. I sincerely hope O2 reviews its fraud handling and complaints processes so that future victims are treated with the care, urgency and professionalism they deserve. Based on my experience, I cannot recommend O2.”

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Posted 3 months ago

O2 is rated 1.4 based on 1,167 reviews